Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
When you need to pull a report on the specifics of an interaction, you may find yourself looking at the Sessions data set. Use the brief breakdown below to see if this contains the data you are looking for.
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1
Click the green + button or choose Create New Report at the bottom of the Report templates page, then choose Sessions.
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2
Choose whether you want to run a Summary or Detail sessions report.
Summary
In the Summary view, drag the dimensions and values you want into the Rows, Columns, and Values boxes. This includes summarized totals for things like Session Count, Hold Time, Wrap Time, and more.
Detail
In the Detail view, drag the dimensions and values you want into the Rows, Columns, and Values boxes. This includes details on each individual call — things like Session DNIS, Purpose, ANI, Conversation ID, and more. You can use this to trace calls by locating them via ANI, then clicking on a call to bring up the Cradle to Grave report.
Questions or feedback? Please email us at support@brightmetrics.com.